Calls are received, solutions are delivered, and interactions conclude: it is the standard story of the floor. But every time a conversation ends, another one begins in replay. For Dishani Sarkar, Quality Analyst at Fusion CX Kolkata, the real work starts after the disconnect tone. She tracks more than scripts and scores. She studies tone shifts. The pause before a response. The half-second of hesitation. The silence that says more than a sentence. She does not just audit conversations, but she listens to the human underneath them.
For Dishani, quality is not a checklist. It is narrative awareness.
The pause before someone answers.
The lift in a greeting that feels genuine.
The exact second when frustration turns into relief, and the direction the story takes from there.
She does not score conversations. She studies turning points.
Press Play. Then Read Between the Lines.
QMS open and headphones on, Dishani starts her day. QMS is the tool she relies on daily to review audits, track quality scores, and stay aligned with standards. Where most people only hear the conversations, Dishani uncovers nuances, patterns, and sequences, and how truly customers felt. She does review interactions against standards, but what she is really doing is mapping alignment, where the agent anchored the customer, where structure held, and where it wavered.
Reports are updated. Patterns are tracked. Recurring gaps are flagged before they calcify into habit. One quality she often notices is incomplete probing or incorrect disposition, and she addresses it by giving clear feedback, sharing examples, and reinforcing the right process. But what she values most is clarity in feedback: showing an agent the sentence that strengthened trust, pointing out the moment pacing improved the tone, or identifying the small adjustment that could elevate the entire exchange.
Good quality, in her words, is simple:
“Consistently meeting standards while genuinely delivering value to the customer.”
Standards guide the process. Value defines the outcome. BR conversations once were challenging for Disani Sarkar. Naming gaps demands steadiness. Over time, practice turned hesitation into structure. Now those conversations feel less like correction and more like alignment. One recent BR made her especially proud when her findings were appreciated and recognized for the insight they brought. The feedback she offered is measured. She highlights what went well first, then explains improvements calmly. So feedback feels supportive rather than stressful. Keep the purpose and evolve to progress.
The Moment You Can’t Script
One call stays with her. A customer entered the conversation guarded, the words were measured and tight. But the agent did not rush to fill the silence; instead, the agent listened. Asked better questions, adjusted pace, and guided the customer patiently. Soon, something shifted. The edge in the voice softened. The responses grew less defensive as trust grew between the customer and agent. By the end, a frustrated customer transforms into a satisfied one.
That is the moment Disani looks for in every audit. Not perfection but transition. A conversation that ends stronger than it began.
To her, QA is not a scoreboard. It is a system for building better next attempts. Continuous improvement is not a corporate phrase. It is a discipline. She truly believes:
The Order Behind the Insight
Consistency demands stamina. Audit after audit. Standard after standard. Fairness across every review. Her biggest challenge is maintaining consistency and accuracy. She handles it by staying organized, following QA guidelines, and regularly reviewing standards. She follows her checklist not rigidly, but rhythmically. Accuracy is not optional. It is respect for the role.
And there is quiet satisfaction in structure as she transforms a scattered batch of interactions into a clean report. Loose threads become visible patterns. Observations turn into recommendations. Color-coded clarity is not an aesthetic preference. It is operational confidence.
No Checklist Required
When she logs off, the tempo changes.
Night owl mode. Coffee steady. Music is low in the background. Sometimes devotional tracks. Sometimes something motivational or sometimes she simply enjoys silence while she draws.
Music is her reset button. It lifts her mood instantly. Drawing is her quiet space. Inner calm, faith, and meaningful work keep her grounded and motivated. And all these keep her steady when the day gets stressful and demanding, because clarity at work begins with balance outside it.
Replay: Where Growth Actually Happens
Customer experience evolves in real time. Dashboards refresh. Scores update. Performance fluctuates. But growth does not happen in the moment of action. It happens in reflection.
Replay is where awareness sharpens, patterns surface, and future interactions are quietly improved.
At Fusion CX, Disani embodies that spirit. To her, working at Fusion CX means being part of a supportive team where quality, growth, and customer experience truly matter. She values growth not as ambition, but as responsibility. She values teamwork because quality can never be improved in silos. And she is always open to feedback and continuous learning, because improvement never stops at one review.
Technology will continue to change. Tools will evolve. Guidelines will adjust. Listening with care and strengthening confidence remains constant.
A call ends.
The line disconnects.
And somewhere between silence and analysis, the second story begins as Disani presses play.
Explore more stories. Discover what evolves next. For those who believe improvement is a discipline, not a trend, there is always room at Fusion CX to grow with intention.